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| - Had not made prior arrangements before booking. I needed to be in a different part of town for a couple of days, so I put the GPS on Hotels and hunted. This was the closest place to pop up, only ¾ of a mile from where I needed to be for work. I phoned the reservation number and asked about rates. The operator could not have been nicer and directed me to a great rate, $44 a night, plus tax. I arrived about 60 seconds subsequent to my having made the reservation. The valet parking attendant was also very courteous and pleasant, directing me to the self-parking lot for easier load-in. Registration was a breeze and, as it turned out, timed just right. When I was heading to my room, less than 10 minutes after my arrival, the front desk now had a long line of people waiting.
I did indeed load-in more easily and within a few minutes I was on the casino floor, looking for food. At the Sourdough Inn, I noticed different prices, the lower ones for patrons with the casino's player's card. So I walked over to that desk and went through the process. The somewhat new clerk on duty was very nice and even spelled my name properly, something not done in many years. I provide copious identification, from which she gleaned my name and it spelling. And so it was quite odd when I received an email from Linda Klarner, a casino executive, who misspelled my name, saying she got it from the player's card information. Odd indeed.
After receiving my card, I went back to eatery and got a seat immediately. I sat there a full 14 minutes before the waitress arrived. I asked about the specials, and her response was, "Let's see, I'm not really sure." We stared at each other for a few seconds, until I realized she had no idea what the daily specials were. She did recall that a burger platter was one of them, so it was that which I ordered. It, too, took a long while to arrive, and the place was not busy in the least. Once enjoying my meal, she never did return , which was a shame, as I wished for a beverage. On my way out, I mentioned this to the cashier, who said to me, "Oh that must be_____," using the waitress's name. Interesting how the cashier knew about whom I was talking.
My stay was relatively fine, the room was great, large, clean and easily accessible. The casino itself is medium-sized with enough variety to satisfy most machine players, while tables are more sparse. One big surprise is the $11.99 charge for internet access, something of which I did not partake. The day I left, I noticed an anomaly on my bill, online. I phoned the front desk, which in turn transferred me to accounting, where I encountered an exceptionally rude individual, who constantly interrupted me and had no grasp of my questions because she did not listen. The problem unresolved, I spoke with my bank and they took care of it. Meanwhile, I phoned Ron Lurie, the General Manager of the entire property, to let him know of my dissatisfaction. We never did connect, which is unfortunate. But I am sure, after reading this, he now knows the issue. Coincidentally, another AC's guest was working in my office and he had an encounter just as bad with another hotel employee, all of which I was privy to as he had his phone on speaker.
Hey, Ron, your floor staff me nice, and at times uninformed, but your behind the scenes people really need more customer service training. Seriously.
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